3CX Screen Pop/CRM Integration Not Triggering When Answering From IP Phones

[WMTS]

Hello,

I recently configured a CRM integration for our 3CX instance; however, it only triggers when answering calls from the desktop application. Is this expected behavior, or am I missing a configuration somewhere?

Thank you,

 

[david90]

I think it's the same problem as mine:
https://www.3cx.com/community/threa...p-the-call-with-the-smartphone-client.129190/

If the IP phone is not CSTA compatible, it will not work.
What IP phone are you using?

 

[Evolute IT]

I think it's the same problem as mine:
https://www.3cx.com/community/threa...p-the-call-with-the-smartphone-client.129190/

If the IP phone is not CSTA compatible, it will not work.
What IP phone are you using?

No, you have a "problem" because your customer uses the mobile app.

This person is talking about the Webclient controlling a deskphone, not the mobile app.

 

[WMTS]

I think it's the same problem as mine:
https://www.3cx.com/community/threa...p-the-call-with-the-smartphone-client.129190/

If the IP phone is not CSTA compatible, it will not work.
What IP phone are you using?

I've tried from a Polycom VVX 411 & a Yealink T46U.

 

[edossantos_sipcaller]

When you use a desktop phone, the Web Client works in CSTA mode, this means that it controls what the phone is doing, and works as an assistant, so the popup works because in this case the Web Client is somehow part of the call.

On the other hand, when you use the mobile 3CX apps, these are not integrated with the Web Client, they work separately, so if you pickup from there, the Web Client is removed from the call and you will not get the popup.

 

[david90]

No, you have a "problem" because your customer uses the mobile app.

This person is talking about the Webclient controlling a deskphone, not the mobile app.

If the phone wasn't csta-compatible (which is the case with many DECTs), it would be the same as my problem, hence my comment
But in this case, given the phones mentioned, it's not that, in fact.

@WMTS : Are the phones configured correctly according to the 3CX provisioning guide?